Customer Service Representative

Sonya D. Shellman

** ****** ****, **

Conyers, Georgia 30012

404-***-****

**************@*****.***

Career Summa ry

• Polished and professional customer service representative offering over five years

of experience providing customer support in busy call center environments

• Possesses an unwavering commitment to provide superior customer care

• Strategic relationship and partnership building skills, attentive listening skills,

solves problems creatively and tactfully

• Abili ty to find a common ground and achieve win-win results; the company wins

positive service results, the customer wins by having problems solved quickly, efficiently

and pleasantly

Summa ry of Qualifications

• Superior critical and analytical problem solving skills

• Strong wri t ten and verbal communication skills

• Mastery of Microsoft Office programs

• Abili ty to handle a high volume of calls

• Accustomed to working in fast pace environments where quick thinking is required

to handle customer concerns

Experience H ighlights

Customer Service

- Identified root cause of problems to ensure timely and thorough resolutions

- Managed and resolved complex issues

- Filed claims for broken or damaged products; consulted with manufacturer’s when

necessary

- Ut ilized empathy t raining to build a rapport with customers; guaranteed customer

satisfaction

Administrative /Office

- Performed all general administrative duties, drafted and prepared routine materials

- Organization of all office materials, including pleadings, case files and client files

- Billing and invoicing; basic accounting functions

- Answered and routed calls, calendar keeping, appointment setting

Payroll

- Provided first level assistance for HR/Payroll Web

- Ensured that client payrolls were processed t imely and accurately

- Calculated taxes, salaries, deductions and employer contributions for clients

- Researched, resolved and corrected all paycheck discrepancies

Sonya Shellman

Work H istory

8/2010 – 8/2011 Legal Assistant/Office Law Office of Decatur, GA

A dmin E lizabeth Kertscher

2/2009 –8/2011 Personal Assistant Elizabeth Kertscher Decatur, GA

1/2008 – 11/2008 Warranty Claims Warranty Corp of Norcross, GA

Representative A merica

9/2006 – 11/2007 HR/PR Client Service Ceridian Atlanta, GA

A nalyst

9/2005 – 9/2006 Payroll Help Desk Home Depot Store Atlanta, GA

Support Center

Education

Georgia Perimeter College

Clark Atlanta University

South Effingham H igh School

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